Five Things Every CX Professional Needs to Know About Measuring and Optimising Customer Satisfaction
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting “Customer satisfaction is a moving...
We are thrilled to announce that the Customer Engagement Summit is moving to Evolution, London. This state of the art venue offers a single floor exhibition featuring six specialised topic stages and a main stage, with the latest AV technology bringing case study presentations to life. Primed for unparalleled networking opportunities and offering exhibitors a choice of turnkey solutions and branding options, this is a launchpad for thought leadership and business.
Engaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth.
Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers.
This isn’t just an improvement, it’s a leap into a customer centric future.
ATTENDEES
SPEAKERS
SPONSORS
MEETINGS
Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. Our 2024 summit lineup of speakers represented diverse organisations including AXA, Bupa, Costa Coffee, Estee Lauder, Experian, IKEA, John Lewis, LinkedIn, Victoria’s Secret, Volvo, and many more. Their insights and experiences provided invaluable lessons for all attendees.
This isn’t just another conference - it’s a premier opportunity to forge new business relationships with 2,000 attendees, engage in face-to-face meetings, and ensure you stay up to date with the latest information and knowledge to help transform your business.
The conference agenda will take you on a journey of innovation and collaboration. Prepare to be inspired and challenged as we explore six meticulously curated stages, each offering a deep dive into customer engagement strategies through compelling case studies.
Contact centers are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.
Customer engagement is evolving to dynamic, AI powered multichannel interactions. Businesses are adopting omnichannel strategies that seamlessly integrate voice, chat, social media, and self-service options. This transformation is driven by AI-enabled personalisation, predictive analytics, and automated solutions that provide faster, more tailored customer experiences across all touchpoints.
Empowering businesses to gather and analyse huge amounts of information from diverse sources, revealing patterns and trends in customer behavior and identify friction points. Understanding individual preferences helps create personalised experiences boosting satisfaction and loyalty and help anticipate future actions, allowing proactive strategies to reduce churn. Using real-time insights to refine messaging, product offerings, and marketing campaigns for targeted engagement.
Fostering two-way conversations between brands and customers to forge meaningful connections through digital channels like email, social media, and push notifications. Delivering timely, personalised content to boost customer engagement, focusing on tailored experiences that align with customers’ interests, encouraging active participation. Placing customers at the center of the strategy, brands can build emotional connections, enhance satisfaction, ultimately strengthening brand-customer relationships.
“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”Digital Journey Manager, Vodafone Group
“It was very well organised, in a beautiful building/easy to get to, the networking opportunities were fab and the sessions were informative and inspiring. The shorter session length was great too!”Head of Community, Wolf & Badger
“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent and the overall atmosphere was really nice. Looking forward to next year's event already!”Customer Experience & Events Manager, Fluix
“Amazing insight, great people, fantastic stories, professional suppliers, good food and motivating communication.”Senior Public Response Manager, HS2
“The Summit excels in providing a platform for diverse perspectives and best practices from leaders across various industries. The sessions are highly informative, offering practical, actionable insights that can be directly applied to improve customer engagement strategies. Overall, the summit fosters a strong sense of community and continuous learning.”Customer Engagement Specialist, Perkin Elmer
WEBINAR
RESEARCH
PODCAST
Ready to rethink how you connect with customers? Join us for insights and strategies to help you thrive in 2025 and beyond.
Over the past decade we have helped some of the world’s biggest brands engage with their target customers on a deeply emotional level, helping them forge relationships and new business connections.
Opportunities include speaker sponsor packages providing prime presentation slots on a topic stage and seminar stream of your choice, representation on panel debates, sponsored roundtable focus group opportunities and more.
CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com.
At Columbus, we can help you strategically create the ideal experiences. One that can anticipate and exceed customer expectations. One that remains consistent throughout their customer journey. One that they’ll remember. We’ve been helping companies of different sizes and industries revamp their CX and boost engagement for over 30 years. And we’re ready to help yours.
Davies Hickman are an independent market research consultancy with expert knowledge in customer experience management and innovation. Transform your business into a customer engagement powerhouse using our free step-by-step VEVE framework. To find out more visit: www.davieshickman.com
A business strategy to deliver on our ambitions
dotdigital Group plc is a leading provider of email marketing and omnichannel SaaS technology to empower digital marketing professionals. Our marketing automation platform is used by over 70,000 marketers in 156 countries worldwide, empowering global marketers to achieve outstanding results with superior tools and services.
Digital excellence has always been at the core of our business. Founded in 1999 as a web design agency, dotdigital has developed a globally compelling product suite. Our commitment to platform innovation and international growth makes it easy for serious marketers to start small, and scale quickly.
Emarsys, an SAP company, is the omnichannel customer engagement platform that empowers marketers to build, launch, and scale AI-powered personalized, omnichannel engagements that deliver business outcomes.
Emarsys is purpose-built to give more power to marketers so they can:
- Accelerate time to value by quickly onboarding data and channels to deploy cross-channel campaigns
- Deliver real-time, 1:1 personalization that builds trusted, loyal and lasting customer relationships with every interaction
- Succeed with proven guidance to make smart, quick decisions with data-driven insights and analytics
- Produce measurable results that drive predictable and profitable growth throughout the customer lifecycle
The SAP Emarsys Customer Engagement Platform is trusted by leading brands and innovative marketers across the globe including Nike, Samsonite, Wella, Aldo, Pizza Hut, Puma, SHEIN and Levi’s to engage, activate and retain customers.
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it all up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. To learn more, visit www.front.com.
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Take your CX to new heights with Fullview. Halve support times and optimize customer interactions by guiding users live in your product with screen control. Our cutting-edge cobrowsing and screen-sharing technology is designed for effortless integration and ease of use, embedding directly into your product with just a few clicks. Fullview also seamlessly synchronizes with leading support platforms like Intercom and Zendesk, making it simple to initiate cobrowsing sessions from the systems you already use to engage with customers.
Founded in 2005, Inbenta has been at the forefront of helping companies optimize customer experience using Conversational AI. Inbenta’s Conversational AI platform improves customer experience by resolving user questions and tasks automatically, in a way that feels personal. Using a proprietary set of Conversational AI tools, Inbenta’s services excel at understanding language and the true intent and meaning behind user inquiries and responding accurately. Importantly, Inbenta’s Conversational AI platform prioritizes safety and compliance as a key measure of its success. Today, Inbenta offers Chat, Search, Knowledge, Assist and Learn services that are used by over 1,000 companies globally in over 100 languages.
At Ipsos, we are passionately curious about Society, Markets and People. “Game Changers” – our tagline – summarises our ambition: to provide true understanding and make our changing world easier to navigate, so that our clients can make faster, smarter and bolder decisions.
With over 450 enterprise customers, thousands of Community Edition deployments, and more than 200 certified Magnolia Partners around the world, Magnolia is the business-ready composable Digital Experience Platform of choice for leading companies around the world, including American Express, JetBlue, The New York Times, CNN, Sanofi, Sainsbury’s, Generali, and Ping An.
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.
The Foundation is an award-winning independent consultancy. For over 25 years we have helped brands and businesses get closer to their customers and understand how they can pioneer on their behalf to build the foundations of sustained success.
We give organisations the vision, ideas, system, and behaviours to create compelling experiences that earn more customer decisions in their favour.
• Strategy • Innovation • Capability
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
By Rod Jones, Consultant at Rod Jones Contact Centre Consulting “Customer satisfaction is a moving...
Unlock the true potential of your business by delving deep into accurate customer insights,...
Unlock the true potential of your retail business by mastering customer experience management with...
Unlock the power of real-time insights to transform your consumer goods business and exceed...
Sign-up for the Engage Customer newsletter to better engage with your customers.